Consumer use of Mobile Payments as a mode of remittance for e-Commerce in a developing economy
- Authors: Liwani, Samkelo
- Date: 2020
- Subjects: Mobile commerce -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/48731 , vital:41066
- Description: E-commerce is penetrating emerging economies in sub-Saharan Africa as customers seek convenient shopping experiences that offer high quality products. This has led to the emergence of e-commerce, a borderless channel, which both regionally local and international retailers have exploited. The low income market segment of e-commerce customers has been found to be apprehensive of e-commerce due to trust concerns over card-mandating payment solutions, living a large unbanked market in developing economies excluded from the e-commerce experience due to a lack of inclusive electronic payment systems. Mobile payment systems offer a source of distinctive value for both merchants and consumers, thereby increasing the e-commerce market. Due to their high level of adoption, mobile payments are capable of providing a mode for reaching new market segments and opening opportunities to bring value propositions to segments that had been unreachable in the past. This study sought to uncover the perception of consumers in an emerging economy about the use of mobile payments as a mode of remittance in e-commerce transactions. This was done by describing the factors that influence the intention to use mobile payments on internet stores. The study also investigated the effect of demographic profile on intention and use in the South African context. An online questionnaire was developed and distributed to a convenience sample of retail consumers on social media platforms, and the collected data was analysed using the SPSS statistical package. The results confirmed that compatibility, personal innovativeness, perceived trust, perceived regulatory support, and promotional benefit have a direct influence to intention to use mobile payments as a mode of remittance for e-commerce transactions. Furthermore, social influence does not have a direct influence on intention to use mobile payments in the South African context. The results also revealed that, in South Africa, the largest population group, male and female gender groups do not differ in their opinion around mobile payments. The study findings illustrate the importance of context when considering technology innovation introduction to a new market. Despite social influence not being found to be a factor for intention to use mobile payments in the South African context, the same conclusion should not be generalised as it is contextual. Recommendations and conclusions were drawn from the discussion of the findings of this research.
- Full Text:
- Date Issued: 2020
User experience factors for mobile banking adoption: South African case study
- Authors: Louw, Jacques Gerrit
- Date: 2016
- Subjects: Consumer satisfaction -- South Africa , Banks and banking -- Technological innovations -- South Africa , Mobile commerce -- South Africa , Telecommunication -- South Africa -- Finance
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: http://hdl.handle.net/10948/39207 , vital:35059
- Description: Smartphone devices are driving the transformation of online banking to satisfy the needs and desires of the consumer. This has led South African commercial banks to launch mobile banking applications on smartphones to enhance the growth of the economy and to provide more opportunities to improve the deprived sector of the economy, at acceptable rates. Moreover, opportunities exist for revenue growth, such as the delivery of greater real-time access to products and the offering of a wide variety of banking services. South African commercial banks could realise opportunities for economical and revenue growth should they focus on specific criteria that could enhance mobile banking adoption. Such criteria could not until recently, be realised by commercial banks in South Africa as the adoption rate of mobile banking remained low at 9%. Numerous South African studies have attempted to determine factors that could enhance mobile banking adoption in South Africa. There is, however, a lack of South African studies attempting to identify user experience factors that could enhance mobile banking adoption in South Africa. User experience refers to the subjective feeling of the user that results from their interaction or intention to interact with a product, to perform a specific task in a specific environment. One of the most important components for the success of any product is a positive user experience. When the user interface and functionality of a product match the expectations of the users and make the users effective and efficient, feel safe and attain some level of self-worth from using or possessing the product, their interaction with the product becomes more satisfactory. Consequently, the importance of designing for a positive user experience opens up the potential for identifying potential user experience factors that could enhance mobile banking adoption in South Africa. The user experience factors identified in this study infer their components from the user experience aspect of persuasive design and its elements, namely persuasion and trust, that led to the emergence of scarcity, reciprocation and security factors that could enhance mobile banking adoption in South Africa. A case study was employed to confirm the factors that could enhance mobile banking adoption in South Africa. The findings from the case study and the extensive literature review culminated in a set of user experience factors that in future could enhance the adoption of mobile banking in South Africa.
- Full Text:
- Date Issued: 2016
The use of mobile commerce to improve the services of life insurance post sale activities
- Authors: Afrifa, Rexford
- Date: 2008
- Subjects: Mobile commerce -- South Africa , Mobile computing -- South Africa , Mobile communication systems -- South Africa , Personal communication service systems -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8718 , http://hdl.handle.net/10948/913 , Mobile commerce -- South Africa , Mobile computing -- South Africa , Mobile communication systems -- South Africa , Personal communication service systems -- South Africa
- Description: Mobile commerce, due to its inherent characteristics of mobility and reachability in enhancing personalized services provides an excellent means for life insurers to exploit such avenue in their service offerings. The objective of this study was to determine whether mobile commerce can be used to improve the services of life insurance post-sale activities. This objective was achieved with the relevant literature and empirical study. To accomplish the objective of this treatise, a triangulated research approach was selected and a multiple-case study consisting of four cases was conducted. The four cases selected comprised of leading insurers with large market share in the life insurance market in South-Africa. The primary data were collected through questionnaire and face-to-face interviews with selected respondents. The main finding shows that the respondents had a positive view about mobile commerce and its application in their companies. This was demonstrated by 80 percent of respondents who agreed that mobile commerce was more of an opportunity rather than a challenge or even a threat for the life insurance market. The results also indicate that customer relationship management, mobile messaging services and field service automation functions were used by all the insurers; although minor discrepancies were observed due to the efficiency of each firms IT infrastructure. The Internet was found to assist in the collection of more precise data, to increase service performing abilities. Some of the major obstacles that were found to hinder the deployment of mobile commerce in the industry were security concerns, low and infrequent internet usage and performance by supporting industries. Cumbersome and inefficient legacy systems were declared as the greatest technological weakness particularly by respondents from case 1 and 2. Conversely, hardware and network infrastructure, lack of software packages, lack of technical expertise and the fear of disintermediation was rated low in hindering the deployment of mobile commerce. However, according to the findings the key benefits derived from engaging in increased mobile commerce activities include enhancing customer contact and service, more transparency and speed of claims management, increasing client retention and policy extension rates hence increasing overall company profit.
- Full Text:
- Date Issued: 2008